Gini Salamat

Currently when you paste (CMD + V) from an Internal Note in Zendesk, it pastes the text you highlighted along with the yellowish-beige background color the Internal Note has. This adds more work for our team as we use Internal Notes for investigations, message drafts, etc, and pasting from Internal Notes now has the additional step of highlighting the text you just pasted again just to remove the background color from it. This is done multiple times a day by majority of the people on our team. If we use CMD + SHFT + V instead, the background color is removed, but the hyperlinks and all formatting is now removed, so this doesn't work as well. Please bring back the old feature where you don't have to copy and paste twice to remove the background color from the Internal Notes. Thank you.

Hi Chris, thanks for your response, however, I was talking about the trigger "action;" it's since been replaced by "Add follower," which I read does not send an email until there is a new update on the ticket.

In the older version of Zendesk, there is an "Add CC" feature, which we heavily used. However, in the newer version of Zendesk, this was replaced by "Add followers," which is an issue if we are CC-ing agents who might respond to customers.

Unfortunately, the "Add followers" action does not CC an agent, which means that the end-users will not see agents as having been CC'd on the ticket. If the agent added as a follower suddenly decides to chime in in the conversation, the end-users will be surprised because they weren't aware that they were involved in the ticket, which is not exactly a good user experience.

It would be great if Zendesk would add back the "Add CC" action to the newer Zendesk, as the "Add followers" action does not completely replace its function.